How are your candles made?
Our candles are made with an exclusive blend of coconut wax and natural cotton wicks for a clean burn. We use high quality fragrance and essential oils to create our distinctive scent library. Pouring no more than 10 at a time, our candles are made in small batches with a focus on the art of the craft.
Where can I buy your product in person?
We are an online store, but check our Stockist page for a list of stores near you that carry our candles.
I’m a content creator- do you collaborate?
We sure do! Please email us at firstname.lastname@example.org to be considered for a potential collaboration.
Do you offer private label/custom scents?
If you’re interested in a private label or custom scent please reach out to us directly at email@example.com.
I’ve placed my order already- can I make changes?
Not a problem! Email us at firstname.lastname@example.org. If your order has already shipped please know we may not be able to accommodate changes but we’ll do our best.
I’d like to place a large order - who should I contact?
If you would like to place a bulk order, please reach out to us via email at email@example.com with the subject, "ROEN Bulk Order Request.”
My order is a gift- can I send a note?
Of course, we love sending gifts! Please know we never include receipts in our orders. When checking out, you can leave a personalized message for the receiver, which we will include on a handwritten note in your package.
My order arrived damaged - what do I do?
Oh no! We're so sorry to hear that. We pack all of our orders with love and care. However, sometimes things happen in transit that are out of our control. If you received something that was damaged in transit, please email firstname.lastname@example.org with your order number and a picture of the damaged item - we will send out a replacement ASAP.
Do you ship internationally?
Yes! We ship anywhere in the world. You will be able to see the total landed cost of your order at checkout.
When will my order ship?
If you select flat rate UPS, your order will typically ship within 2-3 business days. If you need your order faster, no problem. Please select EXPRESS, which typically ships within 1-2 business days.
How do I track my package?
After your order has been picked up from our studio by the carrier, you will receive an email notification with the tracking information. You can track the package by clicking on that link. If for some reason you do not receive an email notification confirming shipment, you can reach out to us at email@example.com and we will be happy to help.
I’d like to exchange my item- how do I do that?
Please email us at firstname.lastname@example.org with the item you would like to exchange and your order number. We will honor exchanges for items in their original condition and packaging within 30 days of purchase. Customers are responsible for return shipping and will receive their new item once the original item is received in our studio.
I’d like to return my item- how do I do that?
Please email us at email@example.com with your order number and the items in your order you would like to return. We will honor returns for items in their original condition and packaging within 30 days of purchase. Customers are responsible for return shipping. Once we receive the items in our studio, we will process your refund immediately.